Care Concierge: Charlotte, North Carolina

Job Description

Job Description

About Carewell

Carewell is a category-defining business that provides trusted caregiving solutions and support for individuals and families. Through Carewell Family Services, we extend our commitment beyond products to person-centered navigation, care coordination, and advocacy services that address social determinants of health needs. Our approach emphasizes compliance, scalability, and high-quality member experiences, while partnering closely with clinicians and community resources to support better outcomes.

About the Role

This is an opportunity to join a growing care navigation program at a moment when your contribution will directly shape how it scales. As a Care Concierge, you are part of a cross-trained pod that carries a member across the full arc of their early journey with Carewell: introducing the program and earning their trust, welcoming them in once they've enrolled, and coordinating the ongoing work that closes care gaps and connects them to resources.

The role is built around three connected functions:

• Enrollment — introducing prospective members to the program, earning their trust, and securing their participation.
• Member-Facing Welcome Visits — conducting the welcome visit with newly enrolled members and setting them up for the coordination support ahead.
• Care Navigation & Coordination — the ongoing work of closing care gaps, coordinating with providers and pharmacies, and connecting members to community resources.

Assignment across these three functions is not fixed. On any given day or week, your team lead will assign you to whichever function has the greatest member need and queue volume at that time, which may mean a full day of enrollment calls, a full day of care navigation, or a mix of both. This flexibility is core to the role, not an occasional exception, and is one of the primary reasons this position exists

This program is early-stage, and this role is being built in real time. Processes will evolve, priorities will shift, and some days the answer to “how do we do this?” will be “let’s figure it out together.” If that sounds frustrating, this isn’t the right fit. If that sounds like an opportunity, keep reading. We’ll be looking for a partner who can provide feedback and help us shape the program as it evolves.

What You’ll Do

Your assignment across enrollment, welcome visits, and care navigation on any given day will be determined by the team lead based on real-time queue volume and staffing needs. 

Enrollment — Introducing the Program & Securing Participation

• Conduct outbound outreach to prospective program participants, working a structured referral queue with consistency and professionalism.
• Introduce the program using plain, accessible language — communicating tangible benefits without clinical jargon or unnecessary complexity.
• Build rapport with older adults, including those who may be skeptical, confused, or reluctant.
• Proactively address common concerns and objections with warmth and confidence.
• Obtain all required verbal consents individually and in sequence — consent documentation is a hard compliance gate; no scheduling proceeds without it.
• Complete and document an intake questionnaire with prospective members who wish to enroll.
• Coordinate and schedule the member’s initiating provider appointment upon successful enrollment.

Member-Facing Visits

• Conduct the welcome visit with newly enrolled members — the first in-depth touchpoint after enrollment — setting expectations for how the program will support them.
• Explain how ongoing coordination will work going forward.
• Provide condition-specific education tailored to the member’s literacy level, language, and learning preferences.
• Coach members on self-management basics: symptom monitoring, when to call the doctor, medication routines.
• Use motivational interviewing techniques and deliver culturally sensitive, trauma-informed care.
• Complete or confirm initial SDOH screening and flag any immediate barriers to the pod for follow-up.
• Set the member up for a seamless transition into ongoing coordination, documenting thoroughly so anyone in the pod can assist without a gap.

Care Navigation & Coordination — Closing Gaps, Connecting Resources

• Serve as a liaison between members, primary care providers, specialists, pharmacies, home health agencies, and community resources.
• Proactively coordinate with PCP offices to push through referrals, prior authorizations, and medication changes — following up persistently until the task is completed, not just submitted.
• Support medication adherence by identifying barriers, educating on proper use, and escalating discrepancies or concerns to care navigation staff.
• Help members access affordable medication through insurance benefit exploration, RX discount programs, manufacturer coupons, and member assistance programs.
• Help members access durable medical equipment, transportation services, meal programs, and other community-based resources.
• Conduct structured SDOH screenings using validated tools to identify barriers such as food insecurity, housing instability, transportation challenges, and financial strain.
• Own the full chain from identification through resolution — confirming the member actually received the service, not just that a referral was made.
• Build and maintain a regional resource directory, updating it as programs and eligibility requirements change.
• Escalate care navigation concerns to the team lead promptly and clearly.

Across All Areas

• Document every member interaction accurately in real time.
• Follow consent and compliance procedures without exception — gates apply regardless of volume or time pressure.
• Work fluidly across multiple platforms — care navigation system, CRM, Google Workspace, G-Chat — adapting quickly as tools and workflows evolve.
• Respond constructively to quality audits, coaching, and feedback, and flag workflow or platform issues as you encounter them.

KPIs You’ll Drive

Enrollment

• Outreach attempts per day, contact rate, and average attempts to contact

Member-Facing Welcome Visits

• Welcome visit completion rate and timeliness relative to enrollment date
• member-reported experience following the welcome visit

Care Navigation & Coordination

• Care gap closure — identified gaps resolved or actively in progress each month
• Resource connection rate — members with identified SDOH needs successfully connected to resources or benefit programs
• Escalation response time — concerns escalated to supervising LVN same day they are identified
• Appointment adherence support — follow-up appointments confirmed and transportation arranged post-transition

Shared Across the Pod

• Documentation accuracy & timeliness — % of interactions with complete, same-day documentation across all three functions
• Call/interaction quality score — from structured coaching and QA reviews, spanning compliance gate adherence, rapport, plain language use, and objection handling
• Productivity — pod workload managed with consistent daily and weekly output across enrollment, coordination, and welcome visits, both volume and quality

Who You Are

Required

• 1+ years of member-facing healthcare experience (e.g., medical clinic front office, member registration, care coordination, enrollment, telehealth outreach, or customer service).
• Experience working with Medicare-enrolled, dual-eligible, or older adult populations.
• Demonstrated ability to build trust and communicate effectively with older adults, including those who are skeptical or hard to reach.
• Strong understanding of care coordination principles — you know how healthcare systems work and where members get stuck.
• Comfortable discussing chronic conditions, medications, and treatment plans with members — you can reinforce clinical guidance without providing medical advice.
• Proficient with EHR systems, care management platforms, CRMs, and digital communication tools — able to navigate multiple systems simultaneously during a live call.
• Compliance-oriented — you understand that process gates exist for a reason and don’t cut corners under pressure.
• Willing and able to be reassigned across enrollment, welcome visits, and care navigation based on daily business needs, as directed by your team lead. This is a core expectation of the role, not a rare exception. 
• Metric-aware and accountable — you track your own performance and own follow-through on your assigned work, whether that's enrollment, welcome visits, or care navigation on a given day. 
• Comfortable with ambiguity and rapid iteration — you thrive in environments where processes are still being built and your input matters.
• Availability to work Monday–Friday, 9am–6pm EST with no restrictions.
• Must be located and able to report in person in or around Charlotte, North Carolina.

Nice to Have

• Community Health Worker (CHW) certification or training.
• Experience conducting post-hospital or post-ED transitional care calls.
• Prior experience with SDOH screening tools or community resource navigation.
• Bilingual (Spanish preferred; other languages depending on target population).

Why This Role

• Ground-floor opportunity to help build a program from day one — your work will directly shape how we grow and what best practices we establish.
• Well-rounded skill development — you’ll build enrollment, member education, and care coordination skills side by side.
• Close partnership with care navigation leadership and program operations — your observations and insights will inform how we scale.
• Meaningful, mission-driven work with visible impact — you will see the direct results of your efforts in members' lives.
• Competitive compensation with growth trajectory tied to program expansion and demonstrated performance.
• Access to comprehensive training on CMS Principal Illness Navigation (PIN) services, care coordination best practices, and condition-specific education.
• Supportive pod-based structure with team lead supervision and peer collaboration.

What We Offer

• Competitive compensation
• Health, Dental, and Vision insurance
• Short-term Disability and Life Insurance (100% employer-sponsored)
• Long-term Disability
• Supplemental Life Insurance
• 401(k) Retirement Plan
• 6 Paid Holidays
• PTO: 10-15 days per year based on tenure milestones